Customer Support Team Lead with Vast Data, Inc.

Location: Remote within the United States; domestic travel to customer sites required 20% of the time

Salary: $150,550–$210,000 per year

Company

hirify.global provides products involving highly technical storage and large-scale compute environments.

What you will do

• Lead a regional team of Customer Success Engineers handling technical storage and large-scale compute issues.
• Oversee ticket management, response times, escalations, schedules, and workload distribution.
• Support customers with configuration issues and act as an escalation liaison for high-visibility cases.
• Develop and optimize support workflows, processes, procedures, and runbooks.
• Monitor support metrics and KPIs, prepare reports and dashboards, and recommend corrective actions.
• Collaborate with product development and sales engineering teams on product improvements and customer use cases.

Requirements

• Bachelor’s degree in Computer Science, Computer Information Systems, Electronic Engineering, or a related field.
• 10 years of experience in the offered role or a related role.
• 10 years of experience with client protocol debugging, including NFS, SMB, and S3.
• 10 years of escalation management experience working with software developers.
• 5 years of experience leading continuous process improvement and preparing technical status reports, KPI dashboards, and risk assessments.
• 4 years of technical team leadership experience and 2 years of experience with technical direction, workload allocation, and capacity forecasting.

Culture & Benefits

• Remote work arrangement within the United States.
• Domestic travel to customer sites required 20% of the time.
• Responsibility for customer support coverage across holidays and weekends.